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Wireless printer connected to gateway/router but can’t be seen but computers

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Wireless printer connected to gateway/router but can’t be seen but computers

HP Officejet Pro 8600 has worked great for a number of years. Now, it cannot be contacted wirelessly by 2 laptops, one desktop and with iPhones (AirPrint).

Gateway is an NVG589

After several days of trouble shooting with HP tech support, I gave up and purchased a new printer (HP Officejet Pro 8720)

I’m having the same issue with the new printer. 

Printer shows it’s connected to the router. Accessing the router to see what devices are connected, shows the printer as connected. Devices connected also include computers and iPhones. 

Computers (running Windows 7 w/latest updates), fail to detect printer when trying to install new printer via control panel. Tried manually installing printer. Drivers installed via CD provided by HP. Printer shows as installed but trying to print test page fails. 

Since this issue came on suddenly, and since the issue is present with two separate printers, I’m thinking something has gone awry in the gateway/router. 

Any assistance on this would be appreciated. 

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Message 1 of 9
Contributor

Re: Wireless printer connected to gateway/router but can’t be seen but computers

I upgraded to fiber about 3 weeks ago.  My wireless HP printer worked fine with the old router but that had to be upgraded because of the fiber.  With the new router the printer would connect then after about 5 minutes it would go inactive.  Finally on my 3rd call for support last night it got fixed.  The tech said the printer wireless is 2.4khz and the router runs at 5khz and that caused my problem.  She must have started a second wireless that runs at 2.4.  She asked me to connect my laptop to a wireless that shows as 'Special Device' then configured the printer's wireless connection to the special device wireless.  The printer has been connected for 14 hours and has not gone inactive.  I connected my phone and again can print from my phone.  She said that my smart tv's will possibly has the same connection problem.  I don't know why this isn't common knowledge among  the techs because the ones from my first 2 support calls didn't have a clue.  If I knew how I would contact her supervisor and compliment her.  I don't know if this will help you but maybe it might help someone else.  I think this may be a common issue with more people connecting to fiber.

Message 2 of 9
Employee
Solution
Accepted by topic author
Accepted by Imconfusedtoo
‎02-24-2018 9:29 AM

Re: Wireless printer connected to gateway/router but can’t be seen but computers

The OP 589 is only a 2.4Ghz wireless thus no two network options (dual band) found on the 210, 599, and 5268 gateways the 2nd poster referred to. 

 

To OP, have you factory reset the 589 by depressing and holding the RED reset button for at least 30 seconds. This restores all settings to default, any custom settings will be lost and you will need to reconfigure.

 

 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 3 of 9

Re: Wireless printer connected to gateway/router but can’t be seen but computers

Factory reset performed and this seems to have corrected the problem. Thanks much.

Message 4 of 9
Contributor

Re: Wireless printer connected to gateway/router but can’t be seen but computers

sometimes it happens that wireless router connected to the printer but it does not see because of network issues. 

Check the internal connection of the router,  whether the router is connected properly or not?

Ricoh Printer Support Number

Message 5 of 9
Contributor

Re: Wireless printer connected to gateway/router but can’t be seen but computers

I have the exact same problem as the op.  My printer had worked for years and then suddenly I was unable to print to it from any device.  I contacted Canon and went back & forth over email and then spent an hour on the phone.  For them to finally conclude they couldn't do anything.  I called an IT professional and he said the printer is not showing on the network.  I have reset the router multiple times.  I have had the printer on & off multiple times.  I have manually connected the printer to wireless.  It shows "connected to AP".  I gave up and bought a new printer only to have the exact same problem.  Everything else in the house works - phone, TV, internet on all devices.  But, for some reason the computers cannot find a printer on the network.

 

Please help.  I haven't been able to print for months.

Message 6 of 9

Re: Wireless printer connected to gateway/router but can’t be seen but computers

I ended up by doing a hard reset to the gateway unit. To do this, hold the small button on the BACK of the gateway (down at the bottom) for 20 seconds. During the time you are holding the button in, all the led’s will flash red and then go out. The top led will then turn green. At that point release the button and let the gateway reboot.
I’ve had to do this several times, usually after a power failure, but after the gateway reboots, I am able to print.
Hope this works for you.
Message 7 of 9
Contributor

Re: Wireless printer connected to gateway/router but can’t be seen but computers

Thanks for your response.  But, unfortunately that did not help.  I tried contacting AT&T but all they wanted to do was sign me up for a paid technical support service so they could assist me.  The printer stopped working around the time we changed packages with AT&T so I believe something changed on the network at that time.  It seems they should assist without me having to pay for a service on my account.  Not sure what to do now.  2 printers that won't print wirelessly.

Message 8 of 9

Re: Wireless printer connected to gateway/router but can’t be seen but computers

The last time it happened here, I also had to uninstall the printer from the computer and reinstall it after I rebooted the gateway.
Message 9 of 9
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